Journey Builder Overview

Journey Builder lets you create personalised, multi-channel supporter journeys that respond to what people actually do.

Build multiple pathways within a campaign, combine automated communications with manual stewardship, and adapt the supporter experience based on behaviour, timing and fundraising activity.

Use Journey Builder to:

A campaign journey is made up of one or more Pathways.

Each Pathway is a sequence of steps designed around a particular supporter behaviour, stage or outcome. For example, one Pathway might nurture a new lead towards registration, while another welcomes registered supporters and helps them start fundraising.

Pathways can work together, allowing supporters to move automatically between different experiences as their behaviour changes.

Every Pathway begins with a Trigger, which defines when a supporter should enter.

Triggers can respond to actions and milestones such as registering, creating a fundraiser, receiving a first donation, logging activity, placing an order or reaching a specific date.

You can also use Exclusions to prevent particular supporters from entering a Pathway.

See our Journey Triggers guide for the available triggers, exclusions and how to configure them.

Once your Trigger is set, use the visual canvas to add nodes and build the supporter experience.

Delays control when the next step happens by waiting for a set amount of time or until a specific or dynamic date.

Conditions branch supporters into different experiences based on their behaviour, data or timing.

Quick Actions make changes behind the scenes, such as adding tags or moving supporters between Pathways.

Split Tests divide supporters between branches so you can compare different messaging, timing or journey approaches.

Journey Builder brings your supporter communication channels together in one place, so you can choose the right type of interaction for each moment in the journey.

Email: Use Email for richer communications such as welcomes, campaign updates, fundraising guidance and event information, with personalised content and links built from supporter and campaign data.

SMS: Use SMS for short, timely messages that are easy for supporters to read and act on, such as reminders, prompts and quick updates.

WhatsApp: Use WhatsApp for highly engaging, personalised messages throughout the supporter journey, with rich content, links and the ability for supporters to reply and continue the conversation in the Inbox.

Tasks: Use Tasks when a moment in the journey benefits from human input, such as posting a message on a fundraiser, making a phone call or completing a personalised follow-up action.

Together, these touchpoints let you combine automation with personal stewardship and use the right channel at the right moment.

Conditions, Triggers and Quick Actions allow journeys to respond to supporter behaviour instead of sending everyone the same sequence.

You can change the experience based on things such as fundraising progress, activity, registration status, campaign dates or the actions a supporter has already taken.

This helps you deliver communications that feel more timely and relevant while still operating at scale.

Email, SMS and WhatsApp touchpoints can use Merge Fields to automatically include information specific to the supporter, campaign or fundraising activity.

This can include names, fundraising totals, motivations, event details, order information, fundraising page links and personalised campaign links.

A single touchpoint can therefore create a different, personalised message for every supporter who receives it.

See our Merge Fields guide for more information.

Quick Actions let you move supporters between Pathways automatically as their relationship with the campaign changes.

For example, someone could enter a lead cultivation Pathway after submitting a Facebook Lead Form, then move automatically into a registration or fundraising Pathway once they sign up.

This allows you to create focused experiences for different stages of the supporter journey while keeping everything connected within the same campaign.

Pathways and communication touchpoints can be saved and reused as templates, helping your team launch new journeys faster and maintain consistent supporter experiences.

Templates give you a proven starting point while still allowing each journey to be adapted for the campaign, event or audience.

See our Pathway Templates and communication template guides for more information.

Journey Builder includes a health checker to highlight parts of a Pathway that may need attention before it goes live, such as Merge Fields that are not available in the current campaign.

Before publishing, review your Trigger, Exclusions, Conditions and key touchpoints to make sure supporters will move through the journey as intended.

Once your Pathway is ready, select Publish to make it live and begin moving supporters through the journey.

Some changes to a live Pathway may require it to be paused before editing. Social Sync will let you know when this is required.

After making your changes, republish or restart the Pathway so supporters can continue moving through it.

Journey Builder gives you visibility into how different parts of your journey are performing.

Depending on the touchpoints and nodes used, you can review engagement, branch performance, Split Test results and individual node logs.

Use these insights to understand what is working, identify opportunities to improve and continuously refine the supporter experience.

Supporters do not all behave in the same way, so their journeys do not need to be the same either.

Journey Builder brings together automation, personalisation, multiple channels and human stewardship in one connected experience.